Chapter 22: Documentation and Communication

Current-syllabus supplement; see the primary references below.

Writing useful maintenance records

A useful work report identifies the aircraft or component, task, applicable data and work actually accomplished. Include required measurements, test results, parts and relevant exceptions. Use the organisation's controlled format and recognised terminology. Distinguish an observed fact from an interpretation. 'Checked OK' may be inadequate when the task requires a value or detailed result. Write so another authorised person can understand what was done without interviewing the original technician. Complete records when the work is performed, not from memory several days later.

Troubleshooting reports

Record the symptom, operating conditions, available fault codes and actions taken. Document tests with their conditions and outcomes, including negative results that rule out a possibility. Explain the rectification and final verification without claiming certainty beyond the evidence. A replaced part number alone does not show why the part was suspected or whether the fault was resolved. Accurate reporting supports later diagnosis if a fault recurs and prevents repeating unsuccessful tests. Keep sequence and time information clear.

Shift handover

Handover identifies aircraft status, work completed, outstanding steps, isolations, temporary items, open panels and safety hazards. Explain where a task was interrupted and what checks are still required. The receiving person should confirm understanding and resolve uncertainty before continuing. A written handover remains available after the conversation; verbal coordination adds context but should not leave controlled status dependent on memory. Highlight critical tasks and unusual configurations so a normal assumption does not become an error.

Clear and concise communication

Use precise nouns and identifiers: name the connector, valve, panel or aircraft rather than saying 'that one'. Keep instructions concise without removing necessary conditions or limits. In noisy or high-pressure situations, use agreed signals and repeat back critical information. Separate permission to act from a report that an action has been completed. Avoid ambiguous abbreviations and unexplained local jargon. If an instruction is unclear or conflicts with controlled data, stop and resolve it rather than guessing.

Closed-loop confirmation

Closed-loop communication includes sending information, receiving confirmation and verifying that the meaning is correct. A read-back should reflect the critical content, not merely 'yes'. Towing, power application and test initiation benefit from this discipline because people may be in separate locations. If communication fails, apply the agreed safe stop. A nod seen at a distance may not establish that the correct aircraft, system and action were understood. Choose a reliable method for the environment and task.

Integrity, correction and access

Records must remain accurate, traceable and protected from unauthorised change. Use the approved correction method so the original entry and corrected information remain understandable where required. Do not pre-sign work, copy a previous result as a new measurement or use someone else's credentials. Control the revision and access of electronic work instructions just as for paper. Report discrepancies promptly. A concise record can be complete, but a misleadingly brief or altered record undermines the maintenance decision it is meant to support.

Apply the knowledge

Work through these examples before starting the quiz. Explain why the other choices would not meet the requirement.